Accessibility Service Commitment

Accessibility - Service Commitment

Our Mission

To continually provide our customers with quality goods and services.

Our Commitment

In fulfilling its mission, Independent Energy Services Co. Ltd strives at all times to provide goods and services in a way that respects the dignity and

independence of people with disabilities. We are committed to giving people with disabilities the same opportunity to access our goods and services

and allowing them to benefit from the same services, in the same place and in similar ways as all customers. We will consider their needs in order to

serve them better.

This Company, Independent Energy Services Co. Ltd will establish and implement measures, policies and practices respecting barrier-free access

to our goods and services. We will work to identify barriers and remove barriers, and prevent new barriers from being created.

Independent Energy Services Co Ltd. will also ensure that access to goods or services is available by alternate means on a temporary or permanent basis

where barriers cannot be removed. Any fee or charge relating to accommodating a person who is disabled by a barrier will be imposed only if

cannot reasonably accommodate the person otherwise.

Independent Energy Services Co. Ltd is committed to acting in a manner consistent with applicable human rights laws.

Providing Goods and Services to People With Disabilities

Independent Energy Services Co. Ltd is committed to excellence in serving all customers, including people with disabilities, and to carrying out

our functions and responsibilities in the following areas:

Communication

We will communicate with people with disabilities in ways that take into account their disability. Where accessible legislations apply, we will train our

employees on how to interact and communicate with people with disabilities.

Assistive devices

We are committed to serving people with disabilities who use assistive devices so that they may obtain, use or benefit from our goods and services.

We will ensure that our employees are trained and familiar with various assistive devices that may be used by members with disabilities while accessing

our goods or services. We will also ensure that our employees know how to use the following assistive devices available on our premises for customers.

Use of Service Animals

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open

to the public and other third parties (unless excluded by law). In the event that a service animal is otherwise excluded by law from the premises,

Independent Energy Services Co. Ltd. will provide the applicable customer with an alternative method of obtaining, using or benefitting from its

goods and services. We will also ensure that all employees are properly trained in how to interact with people with disabilities who are accompanied

by a service animal.

Use of Support Persons

We are committed to welcoming people with disabilities who are accompanied by a support person. Persons with a disability who are accompanied by a

support person will be allowed to enter Independent Energy's premises with their support person. At no time will persons with a disability who are

accompanied by a support person be prevented from having access to their support person while on our premises.

This Company does not charge fees to support persons.

Preventative and Emergency Maintenance Plan

Independent Energy Services Co. Ltd. is committed to remove and prevent barriers for persons with disabilities. Preventative maintenance includes:

Ensuring front ramp is cleared from any obstructions preventing entry to the office front doors. (snow, deliveries)

Greeting customers to ensure for their immediate customer service.

Should maintenance be planned in advance for an accessible element, the Notice of Temporary Disruption procedure will be followed

(see below for details)

Notice of Temporary Disruption

Independent Energy Services Co. Ltd. will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services

usually used by people facing barriers due to disabilities. This notice will include information about the reason for the disruption, its anticipated

duration , and a description of alternative facilities or services, if available.

The notice will be clearly displayed for customers to see on the front entrance door and on the website. A phone message recording will be recorded on

the main phone line .

Training Policy

It is our policy to provide training to employees who work at our locations, where accessible legislations apply, regarding policies, practices and

procedures that affect the way goods and services are provided to people with disabilities or facing barriers due to disabilities. This training

will be provided to permanent employees where accessible legislations apply as soon as practicable following the employee’s hiring or

first day in a new role. Where accessible legislations apply, employees will also be trained on a yearly basis when changes are made to these policies,

practices and procedures.

Training will include:

What to do if a person facing a barrier due to a disability is having difficulty accessing our goods and services
How to interact and communicate with people with various types of disabilities
How to interact with people with disabilities who use an assistive device to address a barrier or require the assistance of a service animal or a
support person
How to use equipment or devices available on our premises that may help with the barrier-free provision of goods, services or facilities to a person
with a disability
An overview of Canadian accessibility legislation, and human rights legislation where applicable
Our feedback process and the procedures to follow
Explain accessible formats and how to fulfill requests
Discuss emergency/safety information
Describe how Independent Energy Services is accessible to all persons with disabilities
Employment standards during recruitment
Accommodating employees with a disability
Design of public spaces where applicable.

Training records documenting when training was done and how many employees were trained may be kept.

Training records may be made available in an accessible format and/or with appropriate communication support, upon request.

Feedback Process

The ultimate goal of this Company is to meet and surpass customer expectations while serving customers with or facing barriers due to disabilities.

We appreciate all feedback as we strive to continuously provide great customer service, including feedback regarding the way this company provides

goods and services to people with disabilities. Below is our feedback process.

Accessible ways to submit feedback

Form: Complete the feedback form located on website or available at front office
In person: Speak to an administrative person
Mail: Send a letter to the attention of the Administration Manager / HR Representative
Phone: Call Independent Energy's office at 705 - 897 - 3334 and speak to the administrative staff
Email: jody@ieservices.ca

Review of feedback

All feedback is sorted by the end of the business day and forwarded to the appropriate person
- Feedback pertaining to services and goods provided for persons with a disability will be handled to ensure compliance
The appropriate department determines if any action is required
- If action is required, all parties involved are informed and an explanation/response is created
- If no action is required, a response/explanation is created

Contacting our customers

Customers can expect to hear back within 2 -5 business days, unless otherwise indicated.

This document can be made available in an accessible format and/or with appropriate communication support, upon request if at all possible.

For an overview on how the Company will prevent and remove barriers with disabilities, please see our Multi-Year Accessibility Plan

@www.independentenergyservcies.com

Modifications to This or Other Policies

We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities.

Therefore, no changes will be made to our policies before considering barriers and potential barriers due to disability, and the impact of such changes

on people with disabilities.

Any policy of this Company that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Accessible Formats Accessible feedback and alternate formats are available upon request

Requests for an alternative format can be made through the same methods as our Feedback process or by contacting jody@ieservices.ca or by phone. Additionally, employees, if required, can read any printed materials out loud to any person with a visual impairment and/or to anyone who requests assistance. When an alternative format is requested, we will work with the person experiencing the barrier to understand the specific need and make all reasonable efforts to address their needs in a

manner that takes the barrier into account.

This document can be made available in a barrier-free format and/or with appropriate communication support, upon request.